With Acoustic™ Experience Analytics (Tealeaf) cxConnect, you can perform data analysis, customer feedback analysis, and web analysis. cxConnect provides the means to integrate Experience Analytics with third-party applications.
You can use third-party solutions with Experience Analytics cxConnect for Data Analysis to analyze data that is captured by Experience Analytics. This third-party software can include custom reporting tools and databases, warehouses, business intelligence environments, and web analytics products.
Additionally, Experience Analytics cxConnect for Data Analysis enables the creation of a persistent store of session data from your web applications.
How you can use cxConnect for Data Analysis:
- Graphical user interface for managing extraction tasks
- Extraction to either data file or log file (W3C format)
- Complete logging and audit trail of all extraction activities
- Automated batch-load extraction of archived session data that is recorded by Experience Analytics CX for database destinations
- Scheduling of extraction tasks for future execution or at regular intervals
- Flexible controls for defining the exact data set to be extracted
- Constraint-based extraction to limit the sessions that are extracted
- Variable extraction to limit the data that is extracted from within sessions
- Ability to extract data from multiple Experience Analytics CX servers
- Ability to extend packaged extraction capabilities with an extensible API
You can define tasks to extract Experience Analytics session data using specific time periods or other criteria for forwarding to other systems. These tasks can be scheduled to occur hourly, daily, or according to a defined schedule, so that external systems are regularly updated with Experience Analytics data.
Scheduled tasks can be monitored through the Portal, where you can track the initiation, progress, and completion of each Experience Analytics cxConnect for Data Analysis task. If needed, scheduled tasks can be stopped or manually re-run through the Portal.
Customer feedback analysis
Experience Analytics cxConnect for Voice of Customer (VOC) enables integration of Experience Analytics session data with VOC applications. Voice of Customer technologies provides mechanisms for online visitors to submit feedback through the web application and for the business to analyze and aggregate these perspectives into functional information.
You can use Experience Analytics cxConnect for Voice of Customer to review the actual experience of visitors who provide feedback. Click a link in the VOC feedback reports to replay the specific visitor session. In this manner, you can corroborate the provided feedback and identify the root source of customer experience issues.
For example, if customers complain about the registration process, Experience Analytics enables web analysts to drill into feedback summary reports provided by the VOC application. The VOC application can be used to replay the specific session in which an individual customer attempted to register. In this manner, the analyst can provide better customer support and identify potential application issues with the registration process.
When a visitor sends feedback to your site, a session identifier is created for the visitor's session. The session identifier is delivered to the VOC provider, which is then sent back to your hosting web server. Experience Analytics can capture this information with Experience Analytics cxConnect for Data Analysis, which enables further analysis with you Experience Analytics solution.
You can use Acoustic Experience Analytics (Tealeaf) cxConnect for Web Analytics to integrate Experience Analytics session data with third-party web analytics applications to reveal trends and anomalies while leveraging your enterprise's investments.
When Experience Analytics data is integrated into a web analytics application, your web analysts can review existing funnel reports and drill down into Experience Analytics sessions for further investigation. In this manner, the rich data set provides aggregated insight and the support details down to the individual field.
From any of the web analytics products, you can define a session segment based upon search criteria that you provide. This query is submitted to the Experience Analytics CX server through the Segment Builder Service. Experience Analytics cxConnect for Web Analytics automatically generates a session segment containing the matching set of sessions.
From this segment, you can replay individual sessions or perform further analysis on the segment.
How cxConnect for Data Analysis works
Experience Analytics cxConnect for Data Analysis consists of a user interface, a service that schedules and extracts selected customer session data, and packaged APIs.
The data extractor runs on a server that is maintained by Experience Analytics. This server can be either a dedicated server or the same machine that hosts the database server. cxConnect for Data Analysis tasks are able to run on an ad hoc basis or according to a preset daily or hourly schedule.